Customer No :5126797Product Code : 10111585
I bought a Sleepmaster Camelot MKII 152 Base Set on the 31st of March 2022 from Russells Store at Mams Mall in Mahube, Mamelodi East.
Within 3 weeks the mattress started cranking and there were funny sounds coming from it when I slept . I went back to the store on the 27th of April 2022 and spoke to a lady called Hope, she asked me to send her the pictures of the bed which I did later in the day. She promised to lodge a complaint on my behalf. I followed up with Hope on the 4th of May 2022 and she reassured me that I will receive a call from the complaints/customer service department. On the 4th and the 5th of May there were attempts from the Restonic to get hold of me. I called them back and left a message for a return call. On the 5th a lady by the name of Bridget called me and I explained my complaint to her, once again I was asked to send the pictures which I did. She vowed to call me with feedback on Friday and she never did.
Today on the 9th of May 2022 I went back to the store to express my dissatisfaction about the progress on my complaint. I spoke to Hope again and asked her to call Bridget for an update. She called and was told Bridget was off sick and we must then wait for her to come back to work as she is the one handling my complaint. I was unhappy with that response. I had earlier sent a follow-up on the Whatsapp chat I had with Bridget and later in the day it was responded to by a lady called Courtney. Courtney called me and we had an unpleasant telephone conversation as she was mean and rude when she said I must record the noises coming from the bed and send them to her. I objected to that. My concern is the store does not want me to bring back the bed to them either for a refund or for testing but when I refused to video record the voices Courtney said then I might as well take the bed back to the store since I was insisting. She was giving me a bad attitude further saying that she was only trying to help because Bridget was not in, meaning that if Bridget does not come to work for the whole week then I am doomed. She asked me for a complaint reference number which was never given to me by either Bridget or Hope, when I said I do not have it she said she won`t help me further. I sent a message to Hope asking for that reference and funny enough she is now intentionally ignoring my messages after what happened today.
When I told her that I had resolved to take a refund instead of a bed exchange she suddenly said "in anyway we won`t change or refund the bed because there are stains on it". She further reiterated that even when Bridget comes back to work she will still confirm that there won`t be any refund or exchange.
My concern is now I am stuck with a bed that is 39 days old which I will not be able to use for the coming 3 to 4 months. My R4300 goes down the drain like that. I am truly disappointed with this issue and look forward to your speedy resolution. Should I not receive satisfactory feedback or resolution within 72 hours I will escalate the matter to other consumer watchdogs as well as all your social media platforms. I would also like you to listen to the call recordings for both today and Friday and please send me the copies.
I decided to go to HelloPeter for reviews and was shocked to see that there were similar complains on the same bed and brand.
Your speedy response is highly appreciated in this matter.